Return instructions

If for any reason the goods you have received are not to your satisfaction, return them within 28 days of receipt, for a full refund/exchange. Refunds only apply to the original order; replacements issued after 28 days have elapsed are not refundable. All our goods are guaranteed for a period of 12 months from date of despatch.

To enable us to process your instruction quickly please complete and enclose this document rather than send a letter with the returned goods. We have a record of your sale on our system so there is no need to take a copy of the invoice before sending it.

Please call 0330 331 0300 and press option 2 and a member of our Customer Services Team will arrange the collection of your faulty goods. Alternatively, please return via your local Post Office, using the cheapest method available, ensuring that you obtain a Certificate of Posting for your records (we would advise that Coopers of Stortford cannot be held responsible for parcels lost in transit on their return to us). If you are returning a cancelled order or if the items are unsuitable, you will be required to pay the carriage costs of the return; these costs are not refundable.

Items personalised for you may not be refunded. Audio recordings or software that has been unsealed and personal items such as bedding or bed linen (for hygiene reasons) cannot be returned unless faulty. For safety reasons if you are returning an item that may contain petrol or oil, you must ensure that it is emptied first.

Please Note: Batteries, Styli and Record Cleaning Kits are not refundable. If you paid by cheque, we will issue a refund cheque. If you paid by credit card under the system used by the credit card companies, we have to repay them, and they will credit the amount to your account.

Please send your returns to the following address:

Coopers Of Stortford
Returns Department
Station Road
BD20 6RA

What should I do if my order hasn't arrived in full after 28 days?

If we are unable to despatch your order within a maximum of 28 days from the date of receiving it, you will be notified by email or by post. Fortunately, delays this scale are rare, but in such cases we will provide you with our best estimate of the expected delivery. You will also, of course, be given the option to cancel or change your order should you so wish. If we have not notified you and 28 days have elapsed it may be that your item has been lost in transit, in this instance please contact us in order that we may track the parcel with our carriers. Click here for our contact details.

Cancellation Notice

You may cancel your order and receive a full refund for any purchase up until fourteen working days after the goods have been delivered. If your order has already been despatched by the time you cancel your order you will be required to return the item(s) within another 14 days, from the date of cancellation notice and will be required to pay the carriage costs of the return. Original standard postal/delivery charges will be refunded providing the order is returned in full.

Electrical Goods & Batteries

Please help us to minimise the effect we have on the environment by recycling your waste electrical goods. You can find out more about recycling at

Under the Waste Battery Regulations, Coopers of Stortford are now offering a take back scheme for all portable waste batteries. You can return your waste batteries to our store in person (please do not post). Alternatively, you can find your local waste portable battery recycling facility at

Perishable & Personalised Items

If you should have any questions once you have received a perishable or personalised item, please contact our Customer Service Team on 0330 331 0300 who will be happy to help.